HELP REQUEST mesages must be merged with the customer messages!

[CaptainGoodie]

The messages coming from HELP REQUEST must be merged with the order messages. Otherwise, we get messages through two separate channels about the same order from the same customer and it is really difficult to keep track of them.

[BagmakerSupply · Accepted solution]

@CaptainGoodie: I suspect that the reason is that since Help Requests can lead to a case being opened Etsy wants to make sure that it will not be lost within an existing thread and also so that you reply to it (since it will be the first message of new thread).

[LynnsLittleShop]

I understand what you're saying. If a buyer asks to cancel an order and you do it and write at the same time a message on the cancel page to your customer, that message doesn't count for star seller.  I think all messages should be consolidated. 

[CraftyCornishMaids]

@CaptainGoodie 

A "help request" starts the clock ticking, for 48 hours before the buyer can open a case,

there is NO WAY, you want those merged with any others,
you need to reply to those, as if they were actually a case,
and you wnat the clock to start ticking when it was sent, not earlier, if they contacted you a different way before

[TwoOaksTrading]

I had the same issue, except when I submitted a response with the return shipping label, the Etsy algorithm automatically responded to the first convo thread I had with the customer, NOT the help request convo. I just chatted with the Etsy help chat and they can't do anything about it. 

[CraftyCornishMaids]

You need to reply, in the messages section